Micha Weber - Customer Support Strategist & Coach

Q: Where is Micha based?

Micha is based in Stockelsdorf, Germany and can operate in on-site , hybrid , and remote work models.

Q: What languages does Micha speak?

Micha speaks the following languages: German (Native), English (Advanced) .

Q: How many years of experience does Micha have?

Micha has at least 27 years of experience. During this time, Micha has worked in at least 9 different roles and for 8 different companies . The average length of individual experience is 3 years . Note that Micha may not have shared all experience and actually has more experience.

Q: What is Micha's latest experience?

Micha's most recent position is Customer Support Strategist & Coach for E-commerce & IT | Gorgias Certified & Managed Services Partner at Support Coach & Mediator .

Q: What companies has Micha worked for in recent years?

In recent years, Micha has worked for Support Coach & Mediator .

Q: Which industries is Micha most experienced in?

Micha is most experienced in industries like Information Technology (IT) , Retail , and Energy .

Q: Which business areas is Micha most experienced in?

Micha is most experienced in business areas like Customer Service , Information Technology (IT) , and Operations . Micha also has some experience in Strategy and Planning , Product Development , and Sales .

Q: Which industries has Micha worked in recently?

Micha has recently worked in industries like Information Technology (IT) and Retail .

Q: Which business areas has Micha worked in recently?

Micha has recently worked in business areas like Customer Service , Operations , and Strategy and Planning .

Recommended expert

Stockelsdorf, Germany

Experience

Oct 2019 - Present

6 years 5 months

Stockelsdorf, Germany

Customer Support Strategist & Coach for E-commerce & IT | Gorgias Certified & Managed Services Partner

Support Coach & Mediator

Aligning and structuring customer support for scalable and efficient operations
Analyzing and optimizing support processes, including ticket design, automation logic, and KPIs
Setting up, migrating, auditing, and optimizing Gorgias, including automation design and AI agent training
Conducting workshops, training, and team enablement for customer-facing staff
Coaching and mentoring Junior Support Managers and emerging Team Leads
Implementing proactive support strategies to reduce unnecessary inquiries
Providing strategic advisory for founders, C-level and operations teams

Sep 2018 - Jun 2019

10 months

Hamburg, Germany

Director Customer Care & Order Processing

AIRY GreenTech GmbH

May 2017 - Aug 2018

1 year 4 months

Reinbek, Germany

Head of IT Support

ANS Active Network Systems GmbH

Jun 2013 - Apr 2017

3 years 11 months

Hamburg, Germany

Head of Customer Support & Consulting

Protonet Inc

In 2013 I kicked off the support department at Protonet.
I introduced support processes and a support portal for self-service and user interaction.
Optimizing support tools and processes
Mentoring team members
Handling critical issues
Providing best practices consulting, technical support and customer service
Providing technical sales assistance and software trainings
Organizing quality assurance for software modules
Planning and implementing content and features for the support portal
Managing customer satisfaction and support portal maintenance

Jul 2007 - Apr 2013

5 years 10 months

Hamburg, Germany

Senior Support Engineer

CA Technologies

Providing 1st level support to enterprise customers at an international level via phone and support ticket system, focusing on IAM solutions CA SiteMinder and CA Single Sign-On
Troubleshooting within SLA through research, log analysis, phone conferences, remote connections, and test environment reproductions
Documenting detailed cases within the support ticket system
Mentoring new colleagues within the EMEA security support team
Acting as deputy for the EMEA security support manager

Sep 2004 - Jun 2007

2 years 10 months

Presales Consultant Security Management

CA Technologies

Presenting and speaking about identity and access, security information, and threat management solutions
Demonstrating CA security software and conducting training courses and workshops for customers, partners, and internal sales teams
Planning, setting up, and maintaining test environments and proofs of concept
Performing post-sales and services activities within the EMEA area
Responding to RFIs and RFPs and developing customer-specific solutions

Sep 2001 - Aug 2004

3 years

System Administrator, Technical Consultant + Trainer

neam IT-Services GmbH

Implementing and maintaining Microsoft-based networks and desktops and supporting corporate customers and end users
Preparing and conducting training courses and workshops at an international level on CA security solutions
Providing presales consultancy, project planning, and implementation of CA security software solutions (eTrust Suite)

Feb 2001 - Aug 2001

7 months

Paderborn, Germany

Systems Engineer / Internal IT-Service

webwasher AG

Aug 1998 - Jan 2001

2 years 6 months

Paderborn, Germany

Trainee IT Specialist for Application Development

RegioWorld GmbH

Industries Experience

See where this freelancer has spent most of their professional time. Longer bars indicate deeper hands-on experience, while shorter ones reflect targeted or project-based work.

Experienced in Information Technology (26 years), Retail (6.5 years), and Energy (1 year).

Information Technology

Retail

Energy

Business Areas Experience

The graph below provides a cumulative view of the freelancer's experience across multiple business areas, calculated from completed and active engagements. It highlights the areas where the freelancer has most frequently contributed to planning, execution, and delivery of business outcomes.

Experienced in Customer Service (16.5 years), Information Technology (16 years), Operations (7 years), Strategy (6.5 years), Product Development (6.5 years), and Sales (6 years).

Customer Service

Information Technology

Operations

Strategy

Product Development

Sales

Summary

Shopify brands and IT teams work with me to design and scale support setups that are fast, reliable, and aligned with their business goals. This includes strategic support design for scalable, efficient operations, process optimization, team enablement, workshops and trainings, and the setup or improvement of helpdesk systems.

A core focus is Gorgias: Configuration, automation design, audits, and AI-agent set-up or optimization with measurable impact.

A key part of my strategy is proactive customer support: Reducing avoidable tickets, ensuring customers get the information they need before they have to ask, and preventing frustration through proactive communication and clear incident updates.

The result: shorter response times, smoother workflows, fewer manual tasks, and a support experience that feels effortless.

If you want a scalable and dependable support setup, send me a message - or book your free initial consultation.

Skills

Aircall
Customer Success
Workshops

Languages

German

Native

English

Advanced

Education

Oct 1998 - Jun 2001

REGIOWorld GmbH/ webwasher.com AG, Paderborn

IT Application Specialist (IT Specialist in Application Development) · Paderborn, Germany

Certifications & licenses

Gorgias Automate Bootcamp

Gorgias Partner Academy

Gorgias Certified & Managed Services Partner

Gorgias

Gorgias Partner Academy Sales Certificate Coach (Univ.)

Gorgias Partner Academy

Profile

Created

February 2026

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Frequently asked questions

Do you have questions? Here you can find further information.

Where is Micha based?

Micha is based in Stockelsdorf, Germany and can operate in on-site, hybrid, and remote work models.

What languages does Micha speak?

Micha speaks the following languages: German (Native), English (Advanced).

How many years of experience does Micha have?

Micha has at least 27 years of experience. During this time, Micha has worked in at least 9 different roles and for 8 different companies. The average length of individual experience is 3 years. Note that Micha may not have shared all experience and actually has more experience.

What roles would Micha be best suited for?

Based on recent experience, Micha would be well-suited for roles such as: Customer Support Strategist & Coach for E-commerce & IT | Gorgias Certified & Managed Services Partner, Director Customer Care & Order Processing, Head of IT Support.

What is Micha's latest experience?

Micha's most recent position is Customer Support Strategist & Coach for E-commerce & IT | Gorgias Certified & Managed Services Partner at Support Coach & Mediator.

What companies has Micha worked for in recent years?

In recent years, Micha has worked for Support Coach & Mediator.

Which industries is Micha most experienced in?

Micha is most experienced in industries like Information Technology (IT), Retail, and Energy.

Which business areas is Micha most experienced in?

Micha is most experienced in business areas like Customer Service, Information Technology (IT), and Operations. Micha also has some experience in Strategy and Planning, Product Development, and Sales.

Which industries has Micha worked in recently?

Micha has recently worked in industries like Information Technology (IT) and Retail.

Which business areas has Micha worked in recently?

Micha has recently worked in business areas like Customer Service, Operations, and Strategy and Planning.

What is Micha's education?

Micha attended REGIOWorld GmbH/ webwasher.com AG, Paderborn for IT Application Specialist (IT Specialist in Application Development).

Does Micha have any certificates?

Micha has 3 certificates. These include: Gorgias Automate Bootcamp, Gorgias Certified & Managed Services Partner, and Gorgias Partner Academy Sales Certificate Coach (Univ.).

What is the availability of Micha?

Micha will be available from April 2026.

What is the rate of Micha?

Micha's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.

How to hire Micha?

To hire Micha, click the Meet button on the profile to request a meeting and discuss your project needs.

Average rates for similar positions

Rates are based on recent contracts and do not include FRATCH margin.

1000

750

500

250

Market avg: 740-900 €

The rates shown represent the typical market range for freelancers in this position based on recent contracts on our platform.

Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.

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